What happens to your complaint

All complaints about our service are reported to a senior staff member. They will either contact you to try and resolve the matter or refer your complaint directly to the Board. All complaints are reported to the Board, and are included (anonymously) in the Annual Report.

Referral to the Board

Your complaint is referred to the Board if senior staff members are not able to resolve it, or if it involves serious or widespread issues. If this happens, the Chair of the Board will let you know within seven working days how it intends to investigate your complaint.

The Board’s investigation

The Board's investigation may include:

Discussing the complaint with you

The Commissioner or a senior staff member not previously involved in the complaint reviewing the file and reporting to the Board

Setting up an independent panel (which may include a Board member) to look into the complaint and report to the Board

The Board’s decision

The Board will let you know the outcome of the investigation. This will include telling you if any action is to be taken, by whom and by when. Outcomes for previous complaints about the Scheme have included requiring the Commissioner to publish an information sheet to give complainants better information on a topic, reviewing the investigation, and an apology for delays in dealing with the dispute.